Planning

Customer Contact Programme

H M REVENUE & CUSTOMS

This public procurement record has 1 release in its history.

Planning

08 Jul 2019 at 15:21

Market Engagement Notice
Summary of the contracting process

The procurement process is initiated by HM Revenue and Customs (HMRC), focusing on the "Customer Contact Programme" within the call centre industry category. Located at 5W Ralli Quays, Manchester, the project is currently in the planning stage and involves an early engagement exercise with interested parties. The engagement deadline is set for 2nd September 2019, and the notice provides no commitment to immediate market procurement options. HMRC is exploring various procurement methods, including the CCS Digital Marketplace/Frameworks, while inviting potential suppliers to register on the HMRC SAP/Ariba portal for further participation.

This tender presents significant opportunities for businesses looking to expand their services in the customer contact domain, particularly in areas such as voice recording, workforce management, and telephony services. Small and medium-sized enterprises (SMEs) are particularly well-suited to compete for these contracts, as HMRC is open to exploring a diverse range of existing contracting options. Interested parties should prepare to engage with HMRC through the prescribed questionnaire format, which will assist in refining their requirements and enhance their chances of securing future contracts.

Find more tenders on our Open Data Platform.
How relevant is this notice?

D3 Tenders Premium

Win More Public Sector Contracts

AI-powered tender discovery, pipeline management, and market intelligence — everything you need to grow your public sector business.

Start Free Trial Book a Demo
All Features Pricing

Notice Information

Notice Title

Customer Contact Programme

Notice Description

This is to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet a variety of Customer Contact requirements, including, but not exclusive to Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. In addition, its purpose is to initiate an electronic market engagement exercise. HMRC is starting a journey that will secure a set of integrated, class leading customer contact management services as part of a programme that will help transform customer and advisor experience. Whilst it is likely that HMRC will use a variety of approaches to secure the very best services in this field, the purpose of this notice (PIN) is to alert interested parties that existing contracting options are also being considered, including the use of CCS Digital Marketplace/Frameworks. As such, the issue of this notice provides no commitment that HMRC will be going to the open market for such services in the near future. This will also facilitate an electronic market engagement exercise. Interested parties will be able to register on the HMRC SAP/Ariba portal, and submit information/responses using a questionnaire format, to further inform HMRC requirements. This notice covers Customer Contact as a whole, but interested parties should remain aware that as requirements are defined further PINs may be published and market engagement commenced for specific services, which may include Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. Additional information: HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRCs Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email e.procurement@hmrc.gov.uk with the following: - Contract title and Reference (Customer Contact; SR251887682) - - - Your organisation's HMRC SAP Ariba account ID - Your organisation name - Your name - Your email address - Your telephone number Interested parties wishing to provide information should do so by completing the online questionnaire. There is no close time for the event at this stage, and the portal is likely to be open for an extended period aligned to the programme delivery.To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=411113186 GO reference: GO-201972-PRO-15051269 TKR-201972-PRO-15051268

Notice Details

Publication & Lifecycle

Open Contracting ID
ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1
Publication Source
Contracts Finder
Latest Notice
https://www.contractsfinder.service.gov.uk/Notice/c1c42d2d-96f7-4904-9b38-5a232ad55096
Current Stage
Planning
All Stages
Planning

Procurement Classification

Notice Type
Market Engagement Notice
Procurement Type
Standard
Procurement Category
Not specified
Procurement Method
Not Specified
Procurement Method Details
Not specified
Tender Suitability
SME
Awardee Scale
Not specified

Common Procurement Vocabulary (CPV)

CPV Divisions

79 - Business services: law, marketing, consulting, recruitment, printing and security

CPV Codes

79512000 - Call centre

Notice Value(s)

Tender Value
Not specified
Lots Value
Not specified
Awards Value
Not specified
Contracts Value
Not specified

Notice Dates

Publication Date
8 Jul 20196 years ago
Submission Deadline
Not specified
Future Notice Date
2 Sep 2019Expired
Award Date
Not specified
Contract Period
Not specified - Not specified
Recurrence
Not specified

Notice Status

Tender Status
Planning
Lots Status
Not Specified
Awards Status
Not Specified
Contracts Status
Not Specified

Buyer & Supplier

Contracting Authority (Buyer)

Main Buyer
H M REVENUE & CUSTOMS
Contact Name
Aman Kang
Contact Email
amandip.kang@hmrc.gov.uk
Contact Phone
Not specified

Buyer Location

Locality
MANCHESTER
Postcode
M60 9LA
Post Town
Manchester
Country
England
Major Region (ITL 1)
TLD North West (England)
Basic Region (ITL 2)
TLD3 Greater Manchester
Small Region (ITL 3)
TLD34 Greater Manchester South West
Delivery Location
Not specified
Local Authority
Salford
Electoral Ward
Ordsall
Westminster Constituency
Salford

Further Information

Open Contracting Data Standard (OCDS)

View full OCDS Record for this contracting process

Download

The Open Contracting Data Standard (OCDS) is a framework designed to increase transparency and access to public procurement data in the public sector. It is widely used by governments and organisations worldwide to report on procurement processes and contracts. 

{
    "tag": [
        "compiled"
    ],
    "id": "ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1-2019-07-08T16:21:47+01:00",
    "date": "2019-07-08T16:21:47+01:00",
    "ocid": "ocds-b5fd17-2348afcd-8d4e-40b8-8b1f-cbdb951875b1",
    "language": "en",
    "initiationType": "tender",
    "title": "Customer Contact Programme",
    "planning": {
        "milestones": [
            {
                "id": "1",
                "title": "Engagement end date",
                "type": "engagement",
                "dueDate": "2019-09-02T23:59:59+01:00"
            }
        ],
        "documents": [
            {
                "id": "1",
                "documentType": "marketEngagementNotice",
                "description": "Early engagement notice on Contracts Finder",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/c1c42d2d-96f7-4904-9b38-5a232ad55096",
                "datePublished": "2019-07-08T16:21:47+01:00",
                "format": "text/html",
                "language": "en"
            },
            {
                "id": "2",
                "documentType": "tenderNotice",
                "description": "SAP Ariba Registration",
                "url": "https://www.contractsfinder.service.gov.uk/Notice/Attachment/d7d2173f-db93-4588-80e1-d17e7b9cee38",
                "format": "application/pdf"
            },
            {
                "id": "3",
                "documentType": "tenderNotice",
                "description": "Prior Information Notice",
                "url": "https://www.delta-esourcing.com/delta/respondToList.html?noticeId=411113186"
            }
        ]
    },
    "tender": {
        "id": "SR251887682",
        "title": "Customer Contact Programme",
        "description": "This is to alert interested parties that HM Revenue and Customs (HMRC) is considering procurement options to meet a variety of Customer Contact requirements, including, but not exclusive to Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. In addition, its purpose is to initiate an electronic market engagement exercise. HMRC is starting a journey that will secure a set of integrated, class leading customer contact management services as part of a programme that will help transform customer and advisor experience. Whilst it is likely that HMRC will use a variety of approaches to secure the very best services in this field, the purpose of this notice (PIN) is to alert interested parties that existing contracting options are also being considered, including the use of CCS Digital Marketplace/Frameworks. As such, the issue of this notice provides no commitment that HMRC will be going to the open market for such services in the near future. This will also facilitate an electronic market engagement exercise. Interested parties will be able to register on the HMRC SAP/Ariba portal, and submit information/responses using a questionnaire format, to further inform HMRC requirements. This notice covers Customer Contact as a whole, but interested parties should remain aware that as requirements are defined further PINs may be published and market engagement commenced for specific services, which may include Voice Recording and Interaction Analytics, Workforce Management, Campaign Management and Telephony Services. Additional information: HMRC use an HMRC version of SAP Ariba Sourcing. Suppliers using HMRCs Ariba for the first time will need to register at http://hmrc.supplier-eu.ariba.com/ad/register/SSOActions?type=full As part of the registration process you will receive an email. Once you have obtained your account ID (AN) number, please email e.procurement@hmrc.gov.uk with the following: - Contract title and Reference (Customer Contact; SR251887682) - - - Your organisation's HMRC SAP Ariba account ID - Your organisation name - Your name - Your email address - Your telephone number Interested parties wishing to provide information should do so by completing the online questionnaire. There is no close time for the event at this stage, and the portal is likely to be open for an extended period aligned to the programme delivery.To view this notice, please click here: https://www.delta-esourcing.com/delta/viewNotice.html?noticeId=411113186 GO reference: GO-201972-PRO-15051269 TKR-201972-PRO-15051268",
        "status": "planning",
        "classification": {
            "scheme": "CPV",
            "id": "79512000",
            "description": "Call centre"
        },
        "items": [
            {
                "id": "1",
                "deliveryAddresses": [
                    {
                        "countryName": "British Oversea Territories"
                    },
                    {
                        "countryName": "Channel Islands"
                    },
                    {
                        "countryName": "Europe"
                    },
                    {
                        "countryName": "Isle of Man"
                    },
                    {
                        "countryName": "Rest of the World"
                    },
                    {
                        "countryName": "United Kingdom"
                    }
                ]
            }
        ],
        "suitability": {
            "sme": true,
            "vcse": false
        }
    },
    "parties": [
        {
            "id": "GB-GOR-D25",
            "name": "H M Revenue & Customs",
            "identifier": {
                "legalName": "H M Revenue & Customs",
                "scheme": "GB-GOR",
                "id": "D25"
            },
            "address": {
                "streetAddress": "5W Ralli Quays",
                "locality": "Manchester",
                "postalCode": "M60 9LA",
                "countryName": "England"
            },
            "contactPoint": {
                "name": "Aman Kang",
                "email": "amandip.kang@hmrc.gov.uk"
            },
            "details": {
                "url": "http://www.gov.uk"
            },
            "roles": [
                "buyer"
            ]
        }
    ],
    "buyer": {
        "id": "GB-GOR-D25",
        "name": "H M Revenue & Customs"
    }
}